https://bugzilla.wikimedia.org/show_bug.cgi?id=44146
Web browser: ---
Bug ID: 44146
Summary: [accountability/transparency] Set up web interface for
"customers"
Product: Wikimedia
Version: unspecified
Hardware: All
OS: All
Status: NEW
Severity: enhancement
Priority: Unprioritized
Component: OTRS
Assignee: [email protected]
Reporter: [email protected]
CC: [email protected], [email protected],
[email protected]
Depends on: 22622
Classification: Unclassified
Mobile Platform: ---
«A web interface for customers is available to write new tickets, check the
state and answer old tickets and search through their own tickets»
http://doc.otrs.org/3.0/en/html/features-of-otrs.html
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Rationale, quoting myself: «speaking of "accountability" and transparency the
first and most important thing we need is surely an OTRS update which allows to
tell users the status of their request. The main problem with our OTRS is that
people writing to it are writing to a black box and don't know anything on the
progress unless they get a reply; this is especially awful when (as it happens
not so rarely) a ticket is sent from a queue to another and vice versa
countless times».
This is, for instance, the first feature I mentioned when I asked my university
to revamp their e-mail support system, and in the end it was among the most
important requirements we approved for the call for bids (won by a company not
using OTRS). I hope we'll join the 21st century too.
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